Analyst Perspectives
Contact Center Performance Management Software
Performance management systems in the contact center integrate the enterprise's in-place contact center technologies, customer relationship management (CRM) systems, and other data sources to provide a transparent picture of performance across sites, functions and levels, while aligning targets with business objectives. The goal is to define detailed metrics, and capture and communicate performance measures.
Contact Center Performance Management Software
The most-commonly-cited benefits from implementing a packaged contact center performance management solution include improvements in average call handle time, increases in quality scores, reductions in staff attrition and absenteeism, improvements in productivity, increases in sales, and reductions in administration costs.
"The contact center environment shares many of its operational problems with other production-based arenas. Therefore, in Butler Group's opinion it is no longer appropriate to rely on a fixed set of reporting tools to deliver key performance information. Where operational environments are complex, and real-time management responses are required, then analytical performance monitoring and management information solutions such as AIMPerformance are needed."
In our opinion, the real value that is delivered by AIMPerformance comes from its ability to convey appropriate decision critical Key Performance Indicators (KKPIs) to staff at all levels within the contact center."
Saddletree Research views AIM Technology as offering a comprehensive optimization product that is highly competitive in the still-evolving market. The company's experience as a business intelligence provider gives them a solid understanding of the analytical requirements of performance managers and should serve them well as they continue to make inroads into the contact center market.
In a recent study by the Aberdeen Group on The Customer Contact Center: Technology, Trends and Investment Plans for the Customer Contact Center: 2003-2004, over 61% of the respondents plan to buy and implement analytics over the next 18 months.
The big pay off is allowing each individual contributor to see exactly what they're contributing and how they're performing against their individual goals.